Module code: MAN2162

Module Overview

This module is centred on a field trip with the aim to engage students in practical application of hospitality customer experience management. Draw on insights gained through the field trip, students are expected to adopt a critical approach to reflect and evaluate customer experience management in hospitality businesses. The module will provide the opportunity for students to researching and addressing issues surrounding customer experience management such as experiential marketing and risk management in a hospitality setting

Module provider

Hospitality, Tourism & Events Management

Module Leader

WANG Lorna (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 5

Module cap (Maximum number of students): N/A

Overall student workload

Independent Learning Hours: 117

Lecture Hours: 3

Laboratory Hours: 30

Module Availability

Semester 2

Prerequisites / Co-requisites

MAN1111 Understanding the Hospitality Business is a pre-requisite for this module.

Module content

• Customer experience management and customer experience life-cycle
• Experience design and delivery
• Experiential marketing and risk management

Assessment pattern

Assessment type Unit of assessment Weighting
Coursework An individual written reflexive essay 1500 words 50
Coursework A group project report of 3000 words based on fieldwork 50

Alternative Assessment

In the event that a group project will not be suitable for re-assessment, an individual essay (2500 words) will be assigned.

Assessment Strategy

The assessment methods are designed to encourage students to apply and further develop knowledge and skills by researching a practical topic through working on location with their peers. Assessments will evaluate students’ knowledge and critical understanding of hospitality management and customer experience management, marketing, delivery and risk management in a hospitality business setting. Students’ ability to interpret academic and other secondary sources and apply theory to practice, as well as to report their findings in a creative and business-like manner will also be tested.

Formative assessment -
Group presentation on fieldwork-based group project. Unmarked formative feedback will be provided to help the students to develop their project report.

Module aims

  • Introduce students to customer experience management frameworks
  • Provide the opportunity for students to experience first-hand the complex practices and processes involved in customer experience design
  • Allow students to comprehensively assess issues surrounding customer experience management

Learning outcomes

Attributes Developed
001 Understand the challenges involved in marketing and managing experiences CK
002 Apply conceptual knowledge on customer experience management, experiential marketing and risk management by examining a specific hospitality setting CK
003 Critically evaluate the impacts of customer experiences on a hospitality business CKT
004 Collecting and analysing primary and secondary data and formally present the findings PT

Attributes Developed

C - Cognitive/analytical

K - Subject knowledge

T - Transferable skills

P - Professional/Practical skills

Methods of Teaching / Learning

The learning and teaching methods include:
• Three main sessions before the field trip (on a cruise ship or residential hotel visits) to establish the conceptual background and brief students about the module aims, structure and assessment.
• Guest lectures with relevant hospitality managers during the field trip will also offer insight into the latest contemporary issues concerning customer experience management
• Accompanied educational visits and directed fieldwork will allow students to apply theory in practice while researching for a specific project
• A debriefing session after the field trip will summarise and conclude the module
• Group work and feedback;

Indicated Lecture Hours (which may also include seminars, tutorials, workshops and other contact time) are approximate and may include in-class tests where one or more of these are an assessment on the module. In-class tests are scheduled/organised separately to taught content and will be published on to student personal timetables, where they apply to taken modules, as soon as they are finalised by central administration. This will usually be after the initial publication of the teaching timetable for the relevant semester.

Reading list
Upon accessing the reading list, please search for the module using the module code: MAN2162

Other information

This module has a capped number and may not be available to ERASMUS and other international exchange students. Please check with the Global Engagement Office exchange and study abroad team.

Please note that the information detailed within this record is accurate at the time of publishing and may be subject to change. This record contains information for the most up to date version of the programme / module for the 2020/1 academic year.